AccountId: 011433970860
ContactId: 90de9bc8-c5df-4bb6-be1a-38cdf82fd2cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 34700 ms
Total Talk Time (AGENT): 9959 ms
Total Talk Time (CUSTOMER): 25560 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/90de9bc8-c5df-4bb6-be1a-38cdf82fd2cb_20250211T17:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII], this is [PII].
[AGENT][NEUTRAL] Hey, [PII], what?
[CUSTOMER][NEUTRAL] Hey I was trying to transfer a provider back over to claims because he got the call was dropped, so he was calling back about his claim and obviously they're not answering so I'm gonna go ahead and get his name and number and do a hub request for somebody to call him.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[AGENT][POSITIVE] All right. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.